The Customer Service Representative will be part of our Shared Services Centers across the globe, providing services & support to our customers. Representatives will be responsible for processing customer orders and product returns, quotations, handling outbound customer calls to resolve customer queries/issues, providing order status/follow-up until resolution, and administrative sales support required to deliver a high-quality customer experience. Customer Service Representatives can be allocated to a Tier/Account team to build customer intimacy and business acumen.

In This Role, Your Responsibilities Will Be:

• Understand and interact with a variety of NI departments, processes, and applications to support customer needs to drive velocity and remove roadblocks.
• Support sales opportunity management cycle for broad-based customers by fulfilling operational requests.
• Provide differentiated operational support through NI's business model (Tiering) throughout the sales and post-sales cycle.
• Provide optimal customer experience (internal and external) by following internal processes and standard operating procedures consistently and accurately using tools like Oracle, SFDC, Outlook, and other internal business applications.
• Timely follow-up with customers on pending actions to support their needs through multiple phone, email, and chat channels.
• Support standard and non-standard customer inquiries regarding order process creation or modification, supply chain implications, or other information regarding their accounts through phone, email, or chat.
• Create and manage customer data records to ensure proper data integrity of our customer records.
• Drive escalation and continuous improvement for Core Customer Operations organization.
• Decision-making
• Decision-making across the customer interactions, escalations, guiding the customer to the company direction, involving the cross-functional members.
• Pre-sales and Post-booking Support
• Sales requested Report (eg: Backlog report)
• TC review, Acceptance, Logistics arrangement, and following up with the customer.
• Deliver a consistent customer experience across all channels by meeting Key Performance Indicators (KPIs).
• Partner with various teams and functions to deliver a customer-effortless experience.
• Influence customers during the buying process becoming a trusted advisor to enable our self-service and digital channels.

Who You Are: You readily action new challenges, without unnecessary planning. You persist in accomplishing objectives despite obstacles and setbacks.You effectively communicate in various settings: one-on-one, small and large groups, or among diverse styles and position levels.

For this Role, You will Need:

APAC & EMEA

• Bachelor's degree completed, or relevant customer service experience.
• Fluency in French and English

Preferred Qualifications that Set You Apart:

• Technical High School degree or actively studying a university career (review the related careers in the following point).
• Preferred: University bachelor's degree completed or technical careers. (Possible careers: Engineering, Business Administration, Human Resources, Accounting, Finance, Marketing, Psychology, Education)
• Understanding of KCS methodology or other knowledge management methodologies.
• Preferred: Expertise in Account Management and differentiated account treatment strategy.
• Between 2-3 years of experience in Shared Service Centers.
• Ability to work Full-time, but flexible, 8 hours between department hours of 6 am to 7 pm CST Monday-Friday. Availability to work overtime as business needs require.
• Advanced English level to ensure excellent reading, writing, and verbal communication skills. (B2+)
• Must be able to communicate effectively with customers from the United States, Canada, and Latin America regarding their product orders, service, and other customer inquiries about their transactions.
• Proficient in computer usage and a variety of basic skills.
• Strong customer service attitude, positive outlook, excellent work ethic and drive to succeed.
• Effective time management skills and a self-starter attitude.
• Ability to take ownership of customer needs and demonstrate initiative and decision-making.
• Demonstrates aptitude for learning new business applications and enterprise software.
• Demonstrates aptitude for and interest in learning/improving processes.
• Oracle and SFDC application experience is a plus.

Our Culture & Commitment to You: At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives-because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive.